SmarterTrack Help

Roles

Every SmarterTrack user (here, the term "user" denotes anyone using SmarterTrack, from an end user to an administrator) is assigned a role, which defines permissions and dictates which features the user has access to. In addition, a user's ability to work within SmarterTrack is dictated by the combination of roles that are assigned to the user. Thererore, if a custom role is created, the permissions assigned to all roles for the user may need to be modified to ensure that the custom role's permissions are actually enforced. This is especially true of the Everyone and Agent roles because the Everyone role applies to everyone that interacts with SmarterTrack, both agents and end users, and because the Agent role is necessary for any employee that is going to interact with end users and customers. By default, SmarterTrack has six predefined roles:

  • Everyone - Typically a customer or portal visitor. The Everyone role can view and search Knowledge Base articles, and view articles and news items. The Everyone role is assigned to every user within SmarterTrack and cannot be removed.
  • Agent - Typically, an employee that has access to the management interface and that will interact with customers and end users. An agent is able to view and respond to their own tickets and live chats; create their own call logs and follow-up tasks; manage knowledge base articles, news items, and canned replies; use agent chat rooms and agent instant messenger; and view Who's On. It's worth noting that employees with the Agent role can only interact with their own items - they do not have access to other agent's tickets, live chats, etc. In addition, agents are only able to receive tickets for groups that they are members of.
  • Manager - Generally an employee that has supervisory capabilities. In addition to having the same permissions as an agent, a manager also has the ability to view all tickets and live chats, for all agents, in any department where they belong to at least one group. Note: Managers must also have the agent role enabled.
  • Administrator - An administrator has access to every area of the SmarterTrack installation: the system settings, management interface and database information, all tickets, live chats, call logs and tasks, all Community categories, Brands and reports. Typically, an administrator can also manage departments, groups, and users. Note: For new installations, the administrator must also have the agent role enabled. For those upgrading from a previous version, the administrator will not have the agent role enabled and can only access the reports and settings areas of the management interface. Administrators must have at least one Agent role and be part of groups in order to view global tickets and live chats.
  • Registered User - A customer, website, or portal visitor that has a registered account. Typically, a registered user can submit tickets and/or live chats and view and search Knowledge Base articles and news items. Registered Users can also have Community privileges such as editing posts, deleting posts, etc. However, system administrators may want to limit the Community access this role has so as to limit the potential for abuse of Community topics.
  • Registered User with Verified Email - A customer, website, or portal visitor that has a registered account and has successfully confirmed that the email address provided is valid. Typically, a registered user can submit tickets and/or live chats and view and search knowledge base articles and news items. This role also has Community privileges that can be extended by system administrators as these users have verified their contact email addresses.

To access this section, log into the management interface with an administrator account. Then click on the Settings icon. In the Manage area of the navigation pane, click on Roles. The default and custom roles associated to your company will load in the content pane.

In general, the following columns are available:

  • Checkbox - Use these boxes to select multiple roles. Roles must be selected before choosing an action from the actions toolbar.
  • Role - The name of the role.
  • Role Type - Indicates whether the role relates to company employees or users (customers).
  • Users - The number of SmarterTrack users assigned to the role.
  • Custom Role - Indicates whether the role is one of the seven predefined roles or if it was created by the administrator to meet specific company needs.

The following options are available from the content pane toolbar:

  • New - Creates a new role.
  • Edit - Allows the administrator to make changes to a role's permissions.
  • Delete - Permanently deletes the selected role(s).

To view the permissions for a specific role, simply double-click the role. The role settings will load in the content window and the following tabs will be available:

Options

Use this tab to specify permissions for the role. The items shown will vary based on whether the role is available for Users or Employees.

  • Role Name - The name of the role.
  • Role Type - To specify whether the role relates to company employees or end users, select the appropriate option from the list.
  • KB Articles - To specify whether users assigned to this role can create, modify, or read Knowledge Base articles, select the appropriate option from the list.
  • KB Comments - To specify whether users assigned to this role can create, modify, reply, delete or moderate knowledge base comments, select the appropriate option from the list.
  • News - To specify whether users assigned to this role can create, modify, or read news items, select the appropriate option from the list.
  • Tickets - To specify whether users assigned to this role can create or reply to Tickets, select the appropriate option from the list.
  • Tasks - To specify whether users assigned to this role can create, modify, or read tasks, select the appropriate option from the list.
  • Call Logs - To specify whether users assigned to this role can create, modify, or read tasks, select the appropriate option from the list.
  • Who's On - To specify whether users assigned to this role can view Who's On visitors, select the appropriate option from the list.
  • Reports - To specify whether users assigned to this role can create reports, select the appropriate option from the list.
  • Distribution - To specify how much control an employee has over the distribution of his/her workload, select the appropriate option from the list.
  • Events - To specify whether users assigned to this role can configure events, select the appropriate option from this list.
  • Survey - To specify how much control an employee has over the ability to view survey details, select the appropriate option from this list.
  • Community - To specify how much control an employee has over the management, moderation and interaction with the Community, select the appropriate option from this list.
  • Users/Organizations - To specify how much control an employee has over the creation and management of users and organizations, select the appropriate option from this list.

KB Articles

Use this tab to specify knowledge base permissions for this role. Note: This tab is only available if the administrator selects custom KB article permissions in the options tab. Knowledge base permissions cover the role's ability to:

  • Create
  • Modify -- Also controls the ability for agents to "Clear Helpfulness".
  • Delete
  • Review
  • View -- This permission is required for one or all of the preceding permissions.

As an aside, if multiple KB folders are available, permissions can be set and/or modified on a per folder basis.

KB Comments

Use this tab to specify knowledge base commenting permissions for this role. Note: This tab is only available if the administrator selects custom KB comment permissions in the options tab. Knowledge base feedback permissions cover the role's ability to:

  • Create (login required)
  • Reply
  • Edit personal feedback (login required)
  • Edit all feedback (login required)
  • Delete personal feedback (login required) -- Requires "Edit all feedback" before it can be activated for any other Role.
  • Delete all feedback (login required) -- Requires "Delete personal feedback" before it can be activated for any other Role.
  • Moderate (login required)

News

Use this tab to specify news permissions for this role. Note: This tab is only available if the administrator selects custom news permissions in the options tab. News permissions cover the role's ability to:

  • Create
  • Modify
  • Delete
  • Review

Tickets

Use this tab to specify ticket permissions for this role. Note: This tab is only available if the administrator selects custom ticket permissions in the options tab. The Ticket permission cover the role's ability to:

  • Mark (tickets) as Deleted
  • View Queue -- This would limit the agent's ability to see the Queue, and would only see tickets assigned to them via Round Robin distribution.

Tasks

Use this tab to specify task permissions for this role. Note: This tab is only available if the administrator selects custom task permissions in the options tab. Task permissions cover the role's ability to:

  • Create
  • Modify
  • Delete
  • Change Start and Due Dates -- This permission requires "Modify" before it can be activated for an agent.

Call Logs

Use this tab to specify call log permissions for this role. Note: This tab is only available if the administrator selects custom call log permissions in the options tab. Call log permissions cover the role's ability to:

  • Create
  • Modify
  • Delete

Live Chats

  • Participate in Instant Messages
  • Participate in Chat Rooms
  • Create and Edit Chat Rooms -- This permission requires "Participate in Chat Rooms" before it can be activated for an agent.
  • View Queue

Use this tab to specify "internal" live chat options for Instant Messaging and agent Chat Rooms

Who's On

Use this tab to specify Who's On permissions for this role. Note: This tab is only available if the administrator selects custom Who's On permissions in the options tab. Who's On permissions cover the role's ability to "View Who's On Visitors" and interact with them.

Reports

Use this tab to specify report permissions for this role. Note: This tab is only available if the administrator selects custom report permissions in the options tab. Report permissions give managers the ability to only grant access to specific reports for the role.

Distribution

Use this tab to specify distribution permissions for this role. Note: This tab is only available if the administrator selects custom distribution permissions in the options tab. Distribution permission cover the role's ability to:

  • Transfer Work Items - limits the role's ability to transfer tickets, live chats, etc. to new groups only.
  • Transfer Work Items to Specific Agents - allows the role to transfer tickets, live chats, etc. to both groups and individual agents within the group. Requires "Transfer Work Items" before it can be activated for an agent.
  • View Queue - limits the roles' ability to view any tickets and/or live chats that are assigned to the queue.
  • Manage Agent Status - Limiting this means an agent can NOT mark themselves as active or inactive in the various groups they're a part of. This would be managed by a user with a role that has this permission, such as a manager or senior agent, if this is restricted for the role.

Events

Use this tab to specify events permissions for this role. Note: This tab is only available if the administrator selects custom events permissions in the options tab. Events permission cover the role's ability to:

  • Create and Edit My Events
  • Trigger system-level manual events

Surveys

Use this tab to specify survey permissions for this role. Note: This tab is only available if the administrator selects custom survey permissions in the options tab. Survey permissions cover the role's ability to:

  • View Summary - Allows the role to see the Survey tab for tickets and live chats. It also will allow agents to see the survey stars on tickets and live chats, and on the User Details Survey and Users/Orgs Survey tabs. It will also allow them to see the Reports > Surveys > By Brand, By Agent, and By Survey survey reports. (IF they have access to the Reports.)
  • View Details - Allows the role to view the complete survey results everywhere they see survey stars / survey entries in a grid. (Requires "View Summary" before it can be activated for an agent.) However, they'll only have access to view the Reports > Surveys> By Brand, By Agent, and By Survey reports ONLY if they have permission to view at least one Survey Report.

Community

Use this tab to specify community permissions for this role. Note: This tab is only available if the administrator selects custom community permissions in the options tab. Community permissions cover the role's ability to:

  • Moderate -- NOTE: An agent with Moderate permissions cannnot ban any other user or agent with similar permissions.
  • Edit all Posts
  • Delete any Post
  • Change Status

Users / Organization

Use this tab to specify user and organization permissions for this role. Note: This tab is only available if the administrator selects custom user / organization permissions in the options tab. User / Organization permissions cover the role's ability to:

  • Edit a user's profile
  • Create and Edit organizations
  • Add and Edit organization users
  • Create a user's profile
  • Delete a user's profile

Custom Roles

System Administrators have the ability to create "Custom Roles" for either end users or employees. Custom roles can be extremely useful for things such as adding responsibility to users. For example, if your Community is especially popular, you may want to assign some users moderation roles. This new custom role could allow these users to edit posts, delete posts, report abuse, etc. However, to do this they'd need a custom role. For information on how to create roles, please see the SmarterTrack area of the SmarterTools Knowledge Base.